Director, Client Management - Gurgaon
Job Description
About ETS
ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders.Our worldwide impact extends through our renowned assessments including TOEFL, TOEIC, GRE and Praxis tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.
Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere.With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.
Position Summary
This Director, Client Management (Research & Capacity Building) role will assume major responsibilities for leading or co-leading in-country research and capacity building on client projects. Under the general leadership of ETS Research Institute US-based staff, this Delhi-based leader will ensure successful execution of all contract-driven deliverables and services, play a significant role in working directly with client leadership and staff to ensure the project remains aligned with the client's vision and priorities, and grow research and capacity building contracts in India and the region.
This may involve working out of clients offices in the Delhi region 3 or more days a week and working out of the ETS India office in Gurugram on other days. The person filling this role will also provide direct management and supervision to 5+ technical or subject-matter experts located in Delhi.
Primary Responsibilities
Client Relationship Management- Act as primary India-based PoC for client representatives.
- Establish regular exchange and communication channels with client staff to ensure technical questions can be relayed and issues can be appropriately escalated if needed.
- Record client requests, propose solutions, and discuss with US-based leadership as needed.
- Create, interpret, and execute Strategic Vision for client relationships.
- Direct activities of the entire line and across ETS to ensure consistent one voice of ETS communication to client.
- Coach ETS matrix team to ensure a clear set of client expectations regarding contract scope, schedules, and deliverables
- Develop and maintain project schedules and capacity building plans.
- Bring risks and challenges to US-based project leadership to work toward solutions.
- Report weekly on progress to US-based project leadership.
- Create monthly progress reports for review and input from US-based project leadership.
- Monitor spending against budget for India-based staff and expenses.
- Accountable for managing contract negotiations and agreements with support from General Counsel and Finance as needed.
- Ensure contracts stipulate on-time payments of receivables
- Serve as reporting manager for Delhi-based ETS Research Institute staff; mentor junior staff.
- Provide mentorship and ongoing support for junior staff.
- Ensure Delhi-based team members have adequate workload and client requests are routed to the right staff.
- Be the primary PoC for US-based leadership to coordinate any support of India-based staff for Research Institute projects.
- Work with US-based project leadership to ensure team members have appropriate professional development opportunities and identify potential areas for supporting other projects.
- Primary PoC for US-based project leadership to develop and discuss strategy.
- Represent project work to internal and external stakeholders.
- Identify potential opportunities for new projects in the K-12/large-scale assessment area (e.g., state assessment contract, contracts with Ministry of Education (MoE) or NCERT, partnerships with other India-based companies).
- Flag potential new opportunities as well as staffing needs for US-based leadership.
- Regularly participate in and contribute to business development meetings with US-based staff.
- Refine business development plans for India and other countries in the region in collaboration with and under guidance from US-based business development staff.
- Maintain, cultivate, and grow client/market relationships and/or business partnerships.
- Represent ETS to institutional and government constituents.
- Influence and significantly contribute to written procurement processes through technical and business contributions.
- Actively work to ensure forecast margins are met.
- Actively work to ensure advantageous cash flow agreements.
- Adhere to ethical standards and comply with the laws and regulations applicable to your job function.
- Deep knowledge of the Indian K-12 education landscape in public and private sector and recent reforms since NEP 2020.
- Expertise in working with educational stakeholders, including teachers and schools, across multiple states, ideally across all of India.
- Prior experience in working with MoE representatives/managing MoE-funded projects or projects with other relevant clients (e.g., World Bank, UNICEF, etc.).
- Previous experience with capacity building projects in India or other countries.
- Experience identifying, influencing, responding to, and winning competitive contracts.
- Experience in leading teams and mentoring junior staff.
- Flexibility to regularly connect with international staff outside routine working hours (e.g., evening hours Delhi time).
- Travel within India to stakeholder workshops or meet with business partners as needed.
- Travel to connect with US-based team at least once a year.
- Excellent verbal, written, and interpersonal communication skills.
- Adhere to ethical standards and comply with the laws and regulations applicable to your job function.
- PhD in Education, Psychometrics, Educational Measurement, or related discipline.
- 10+ years of managerial/leadership experience.
EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of Women and Minorities.
EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of protected Veterans and Individuals with Disabilities.
EDUCATIONAL TESTING SERVICE is a Drug-free workplace.